Eaton Powers Up Customers With Three Tier Warranty Program

Tuesday, 24 November 2009 03:27

The new warranty program handled by Eaton's Australian channel partners enables users to purchase Eaton's specially designed Power Life Packs (PLP).  These offer organisations an advanced product replacement during the normal warranty period of 24 months as well as a tiered options for service extension for three, four or five years.

At the time of purchasing a PLP, customers are assured that if they have a problem with a product, a replacement is sent within 24 hours and the old unit is collected with no expense for freight incurred.

The PLP includes a serialised bar coded tangible product that is sold and distributed through Eaton's channel partners.

The PLP have three tiers of customer support options: Warranty +, Warranty + Silver, and Warranty + Gold.

Warranty+ is available for a period of 36-60 months from the date of purchase and includes on-site standard exchange.  Eaton handles product retrieval and new product shipment, including all logistics and associated costs (equipment located within 100 kms of GPO of major cities in Australia). Eaton also provides dedicated online assistance with qualified support staff.

Warranty+ Silver is available for a period of 36-60 months from the date of purchase. Eaton handles product shipment and product retrieval, including all logistics and associated costs.  For larger units, Eaton's technicians will conduct a site visit, replacement and commissioning (equipment located within 100 kms of GPO of major cities in Australia). Eaton also provides dedicated online assistance with qualified support staff and manages UPS and peripherals commissioning in line with manufacturers' specifications.  The company's technicians are also available to train customer staff on system operations and provide maintenance recommendations.  

Warranty+ Gold includes all services outlined in Warranty+ Silver but also includes one onsite scheduled maintenance visit per year.

'We listened to what our customers required and decided to improve the ongoing service experience in terms of the process of warranty returns and replacements. As our business continues to gain momentum, it becomes even more vital for Eaton to stand behind our service commitments.  

'Our clients are in the risk management business and are responsible for system availability and performance.  Our willingness to improve our warrranty program is another pillar in out strategy to improve the customer experience.  Remote customers in particular now have assurance that should any problem occur they can have a replacement unit inside 24 hours,' says David West, National Sales Manager - Service, Eaton.

About Eaton

Eaton's electrical business is a global leader in power distribution, power quality, control and industrial automation products and services. Eaton's global electrical product lines, including Cutler-Hammer®, Moeller®, Powerware®, Holec®, MEM®, Santak®, and MGE Office Protection Systemsâ„¢ provide customer-driven PowerChain Management® solutions to serve the power system needs of the data centre, industrial, institutional, government, utility, commercial, residential, and OEM markets worldwide.

Eaton Corporation is a diversified power management company with 2008 sales of US$15.4 billion. Eaton is a global technology leader in electrical components and systems for power quality, distribution and control; hydraulics components, systems and services for industrial and mobile equipment; aerospace fuel, hydraulics and pneumatic systems for commercial and military use; and truck and automotive drivetrain and powertrain systems for performance, fuel economy and safety. Eaton has approximately 70,000 employees and sells products to customers in more than 150 countries. For more information, visit www.eaton.com.